Armed Forces Covenant – Bronze Award

We are pleased to confirm that Teleperformance UK has received the bronze award from the Defence Employer Recognition Scheme (ERS).

This ERS recognises commitment and support from UK employers for defence personnel.

What is the Armed Forces Covenant?

To those who proudly protect our nation, who do so with honour, courage, and commitment, the Armed Forces Covenant is the nation’s commitment to you.

It is a pledge that together we acknowledge and understand that those who serve or who have served in the armed forces, and their families, should be treated with fairness and respect in the communities, economy and society they serve with their lives.

What is being done?

The covenant focusses on helping members of the armed forces community have the same access to government and commercial services and products as any other citizen.

This support is provided in a number of areas including:

education and family well-being

having a home

starting a new career

access to healthcare

financial assistance

discounted services

Further information about support services available to both serving personnel and their families , and veterans and their families  are provided on GOV.UK.

Who is involved?

The covenant supports serving personnel, service leavers, veterans, and their families. And is fulfilled by the different groups that have committed to making a difference.

These include:

Central government, overseen by the Ministerial Covenant and Veterans Board

Single services (Royal Navy, British Army, Royal Air Force)

Businesses of all sizes

Local government



Cadet forces and their adult volunteers

Does it apply to you?

If you are a member of the armed forces, a veteran, or a family member, the Armed Forces Covenant offers a wide variety of support to ensure you are being treated fairly.

Visit Armed Forces Covenant guidance and support for information  on the breadth of the covenant and the support it provides.

Teleperformance Wins Renewal of Major Banking Contract

The UK banking group CYBG has extended its contract with Teleperformance, the worldwide leader in outsourced omnichannel customer experience management.


The UK banking group CYBG has extended its contract with Teleperformance, the worldwide leader in outsourced omnichannel customer experience management.

Teleperformance agents will manage general banking and credit card enquiries, as well as support CYBG’s digital channels, mortgage appointment bookings and business banking enquiries.

The CYBG group includes the established and trusted brands of Clydesdale Bank, Yorkshire Bank, Virgin Money and B.

Matt Sims, Chief Executive Officer of Teleperformance UK and South Africa, said: “We are particularly delighted to be continuing our close relationship with CYBG, one of the UK’s most innovative banking groups. This extension to our contract with the group, and the trust that it implies, is a tribute to the quality of support we provide across all channels.”

Gavin Opperman, Group Customer Banking Director at CYBG, said: “Teleperformance has consistently met our very high standards for customer engagement. I have no doubt it will continue to do so as we develop further our already strong focus on customers and businesses.”

TPUK wins MAJOR NHS e-Referral Contract

Three-year contract announced to run the NHS e-Referral Service Telephone Appointment Line.


Teleperformance have been awarded a three-year contract to run the Telephone Appointment Line as part of the NHS e-Referral Service.

NHS e-Referral Service (e-RS) is used to make around 70,000 referrals daily.  The service combines electronic booking for patients with a choice of place, date and time for first hospital or clinic appointments. Patients can choose their initial hospital or clinic appointment, book it in the GP surgery at the point of referral, or later at home online, or by phoning the Telephone Appointment Line.

From April 2019, Teleperformance teams will handle all these telephone contacts from patients who need to make a hospital appointment after a GP referral.  Agent teams across two of Teleperformance’s contact centres, in the UK, will assist patients in identifying and booking the appointment that is most convenient and accessible for them.

In addition to the contact centre operation, Teleperformance will be providing a large-scale print and direct mailing service to remind patients to book their appointments after being referred.

Commenting on the award, Rachel Robinson, Executive Vice President of Public Sector Services for Teleperformance, said: “We are very proud to have been awarded the contract to deliver the Telephone Appointment Line (TAL), which plays a vital part in assisting patients to understand what options are available to them”.

Matt Sims, CEO of Teleperformance UK & South Africa, said: “This significant contract win is an excellent platform from which we can further grow our engagement with the NHS. Awarded via the Crown Commercial Services Contact Centre Framework, this contract award is testament to our track record of delivering the highest standards of customer service in the services we provide on behalf of Government.”